AccountId: 011433970860
ContactId: 77bc8349-c93d-4d91-b153-1999fce822e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443480 ms
Total Talk Time (AGENT): 68046 ms
Total Talk Time (CUSTOMER): 61832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/77bc8349-c93d-4d91-b153-1999fce822e1_20250610T18:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Uh, my name is [PII]. I'm with Sorro's Funeral Home in [PII], [PII], and I need, I'm needing to check on a policy of a policyholder, please, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Families wanting to use proceeds to service to fund the funeral.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh, area code [PII].
[AGENT][NEUTRAL] Mm. And I'm sorry, can you repeat the name of the funeral home?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Thank you. Um, do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, we do not.
[CUSTOMER][NEUTRAL] The family didn't have the policy number either.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What information do you have on the insured?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Name, date of birth, social, address, uh, date of death. You tell me what you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh let me have that social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Middle name [PII]. Last name [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm just gonna go ahead and check and see what are the um the procedures for a funeral home, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding Mr. [PII]. OK, so, um, the person that is in charge of that department right now is at lunch. Um, so what I can do is send her a message and have her to call you. Is that OK?
[CUSTOMER][NEUTRAL] Uh huh OK.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] OK, right, so I'm gonna go ahead and send the number and you said it's [PII], correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, so I went ahead and send that over to her so when she comes back from lunch, she will go ahead and give you a call back with the information, OK?
[CUSTOMER][POSITIVE] OK, that sounds good thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm.